GUEST EXPERIENCE GUIDE

ABOUT DC CENTRAL KITCHEN:

DC Central Kitchen (DCCK) is an iconic nonprofit and social enterprise that combats hunger and poverty through job training and job creation. Our approach provides hands-on culinary job training while creating living-wage jobs and bringing nutritious, dignified food where it is most needed in our city. We serve scratch-cooked farm-to-school meals in DC schools; deliver fresh, affordable produce to corner stores in neighborhoods without supermarkets; provide delicious catering; and operate fast-casual cafes. Above all else, we are committed to creating a more just, equitable, and inclusive community, both outside our doors and right here on our team. We strive to offer a safe environment to learn, discover and develop individual strengths, and pursue meaningful career pathways. As an Equal Opportunity Employer, we recognize and work to address the lasting effects of historic injustices and systemic racism, and we strongly encourage people of color, women, LGBTQ people, returning citizens, and people who have experienced poverty or homelessness to apply to join our team.

DEPARTMENT DESCRIPTION:

As the region's hub for scaling solutions to hunger, poor health, and poverty and as a best-in-class center for career training, job creation, and healthy food distribution, DC Central Kitchen anticipates welcoming and meeting the needs of diverse audiences in its home, the Michael R. Klein Center for Jobs and Justice (Klein Center). The Guest Experience team is responsible for ensuring that the Klein Center remains a welcoming and inclusive environment conducive for innovation, inspiration, and impactful interactions. DC Central Kitchen's Guest Experience department is committed to ensuring that every guest receives a positive and welcoming experience upon arrival and throughout their visit. The team provides best-in-class customer service to all visitors to our home, which occupies 36,000 square feet across two floors on Buzzard Point along the banks of the Anacostia and Potomac rivers. The Guest Experience Team is also responsible for engaging and enhancing the experiences of our growing volunteer community in impactful and meaningful ways.

POSITION DESCRIPTION:

As the region's hub for scaling solutions to hunger, poor health, and poverty and as a best-in-class center for career training, job creation, and healthy food distribution, DC Central Kitchen anticipates welcoming and meeting the needs of diverse audiences at its new headquarters. The Guest Experience team is responsible for ensuring that this new facility remains a welcoming and inclusive environment conducive for innovation, inspiration, and impactful interactions. The Guest Experience Guides (GEG's) are an integral part of this team as they will be the forward-facing group, with whom all guests entering the Michael R. Klein Center will first interact. These trained guides will be responsible for executing many distinct roles including Front Door Greeter, Receptionist, Volunteer coordinators, and tour guides.

This role will communicate and collaborate frequently with multiple teams and departments, including Culinary Operations, Cafés and Retail Sales, Volunteer Engagement, Development and Communications, and Facilities and Technology Management. In addition to executing daily guest service operations, the Guest Experience Guides will assist with volunteer group events, conduct facility tours, and closely monitor the scheduling of activities, meetings, and events on a shared calendar. This role will also assist with the planning and coordination of staff meetings and other internal events. Success in this role is dependent on outstanding customer service and interpersonal skills, excellent verbal and written communication skills, and strong attention to detail.

DUTIES AND RESPONSIBILITIES:

• Acknowledge and greet all guests with utmost courtesy and urgency, moving out from behind the front desk to open doors and assist guests.
• Must be knowledgeable of all in-house and arriving guests.

• Handle multiple tasks successfully: answering telephones, execute light data entry and other administrative duties on the computer, and greet guests that are in front of you. Must be proactive and be able to give clear and concise directions, as well as refer/recommend activities, services, and general information on the local community.
• Project an approachable and professional image in personal appearance, manner, and demeanor.
• Participate in required training to execute guided tours to guests of the Michael R. Klein Center for Jobs and Justice.
• Facilitate guided tours, including pre- and post-tour information and closing sessions
• Maintain an active presence with volunteer groups to ensure guests always have access to a Guide.
• Ensure prompt and positive action on all guest complaints, questions, concerns, and suggestions, as well as conduct quality assurance follow-up.
• Have a complete working knowledge of all applicable systems, machines, and devices.
• Maintain a work environment of cleanliness and organization.
• Listen and work with guests who present service opportunities or challenges. Attempt to resolve them and/or elevate and communicate them to the Director, Guest Experience.
• Maintain consistent presence at assigned workstation.
• When so directed, and as required, participate in DCCK activities, events, and functions.
• Use professional etiquette in handling internal and external guest requests.
• Provide continuous updates, edits, reviews, and additions to the electronic guest database (list of guest preferences, birthdays, accessibility accommodations, dietary restrictions, etc.)
• Maintain knowledge of Klein Center amenities and services, hours of operation, and facility layout including room types, rates, and descriptions.
• Provide general support as required to maintain quality relationships with our customers and / or perform duties and tasks needed to support the department's efforts and drive the vision, mission, and values of DC Central Kitchen.

MINIMUM QUALIFICATIONS:

• At least one year of customer service experience is required. Graduate of Culinary Job Training program is preferred.
• Must demonstrate a positive attitude and professional demeanor, serving as an ambassador for DC Central Kitchen, and encouraging other employees to do the same.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form

• Effective communication, organizational, decision-making, and interpersonal skills
• Ability to be detail-oriented while maintaining thorough follow-through
• Ability to work independently and work productively under pressure
• Professional demeanor with ability to use independent judgment to handle any guest services matters and needs
• Exceptional work ethic, interpersonal skills, and the ability to work independently as well as be a productive team member
• Proficiency in MS Office, especially Word, Outlook, Excel, and PowerPoint
• Keen sense of integrity, confidentiality, diplomacy, and professionalism
• A pre-employment background check, drug screening, and a full COVID-19 vaccination are required.

PHYSICAL DEMANDS:

• Must be capable of independent local travel.
• May occasionally move kitchen equipment or product weighing up to 50 pounds
• Must be comfortable with moderate physical activity and the ability to stand and walk for up to 10 hours per day
• Ability to maintain fast-paced activities for periods of up to 6 hours in length
• Ability to perform general physical activities that require considerable use of arms, legs, and moving your whole body, such as: climbing, lifting, balancing, walking, stooping, and handling of materials; Ability to bend, lean, reach and stoop without hindrance; Possess fine motor skills, stand and/or walk for prolonged periods
• While performing the duties of this job, the employee is frequently required to sit, use hands, fingers, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; balance; stoop, kneel or crouch; talk and hear; taste or smell.
• Ability to work in an environment where exposure to unusual elements such as extreme temperatures, fumes, dirt, smoke, loud noise, and a variety of odors is common.
• This job description is subject to change at any time.

BENEFITS:

• Medical, vision, and dental insurance (DCCK pays 100% of employee premiums for individual coverage)
• Flexible Spending Accounts (healthcare, dependent care, and parking)
• Paid Time Off (vacation, sick, and personal leave)
• 11 Company Paid Holidays
• Bonding Leave for new parents
• Commuter Benefits plan
• Matching 401(k) program
• Basic Life & Supplemental Life
• Short-Term & Long-Term Disability
• Wellness Reimbursement program

NOTE:

This document is an outline of the primary tasks assigned and may be changed at the discretion of management, formally or informally, either verbally or in writing. All team members are expected to assist DC Central Kitchen in achieving its goals even if such tasks are beyond the scope of this outline. The job description does not constitute an employment contract, implied or otherwise, other than an "at will" relationship and is subject to change by the employer as the needs of the employer and requirements of the job change.

DC Central Kitchen is an Equal Employment Opportunity employer and a Strengths-based organization.

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